Horsepower In Home Guarantee IsN't Any Guarantee?
A sad story of woe.
I purchased a higher end personalized HP pc in Jan. It had been a costly program charging significantly more than $1500. (Quad-Core, 8 gig memory, RAID0 drives, 1g NVidia graphics card, Vista x64,3-Year In Home Guarantee).
In Feb I started to have irregular equipment issues. Occasionally my Hardware products (keyboard, wireless mouse, wireless headset and cam) wouldn't be acknowledged once the program started up. A fast workaround was to disconnect the unsuccessful products and instantly the rest of the products could be acknowledged after which re-plug-in the main one system also it could be acknowledged also.
By March the failure price surely got to about 60% of times and so I named horsepower Tech-Support and therefore started on the lengthy and heartbreaking number of telephone calls.
First-Contact
Our first-contact was with "Mike" also it went perfectly. He appeared to comprehend the issue and although I'd previously run all of the diagnostics that included the Computer he went them again. He uninstalled/reinstalled all of the products and motorists. Lastly he pronounced that it had been a CMOS issue which it had been not really a application issue whilst the program wasn't realizing the products on startup before Windows actually got started. He directed me to alter a CMOS environment and stated that must repair the problem. Or even, to call-back. (Unfortunately, I'd never reach keep in touch with him again)
Subsequent Contact and Ad Nauseam
Our next phone was to see "Mike" the repair had assisted however it didn't totally repair the problem. The failure rate was 25%. This phone was THE LARGEST MISTAKE! I still didn't realize that I'd never be reconnected using the same TS Broker ACTUALLY! Every time I named in I'd obtain a fresh TS Broker and also the whole background could be repeated. What "We've a Worldwide Routing Program" indicates "if you discover somebody who might help THAT YOU DON'T HANG-UP - stick the telephone for your hearing and wish the Technology does not have togo house any time soon."
Therefore, "Grace" was next in-line and that I started to "discover" how HP TS truly works. It generally does not matter who you keep in touch with the Software may be the same: Usually. Each technology will upgrade all of the assessments the prior technology did-even though you tell them that these assessments have already been run. You'll invest about 3hrs carrying this out each time you contact in. Then you will soon be requested to operate a brief check (2 minuteapproximately) followed closely by an extended check (1 hours). Where time you'll be informed the Situation is likely to be recorded and also to call-back once the check is finished. Whenever you call-back the whole procedure is likely to be re done in the top.
While all of the assessments have now been completed (again and again) or you start to protest you'll be informed to "reset to manufacturer defaults" - and that means you may shed all of your information. Now's the full time to stress and copy the machine.
While "Grace" stated "to reset to manufacturer defaults", I questioned her how might a Windows Reset assist a Equipment Issue? The response: "Theres's odds..." This is actually the supreme rule of HP Tech-Support. When there is no PARTICULAR mistake or you can "Point 10" of the Software you'll be informed to "reset to factory defaults". There's no way for this and also you can't get used in other people, whatever you may do is call-back and obtain a brand new Technology and replicate the procedure. After they place in the Situation which you've been informed to reset to Manufacturer Foreclosures, nothing else may happen for your situation till you do. Even although you protest, it'll not assist - reset to Manufacturer Defaults or Have A Backpack Marijuana.
Therefore, however thinking in horsepower, I supported my program (2 complete copies Differential right content of my Documents files) and named back in. The technology I spoke to, assured this reset was essential when completed I'd not have this Hardware issue again. I kind of suspected it was a "whopper" but I went along side misgivings. It required merely a second to complete and also the technology actually assisted me begin the recover for my documents.
The following day my program was in the desktop, I visited "login"and Windows instantly "recorded me out" back again to the desktop. I really could not sign in whatsoever. Another panicked phone to horsepower TS where period the very first solution was "shut" along with a fresh solution was exposed. I questioned why they shut the very first solution plus they stated that the Hardware issue was "mounted". I told them the issue mightn't be set since I really couldnot actually login to test it out. Next training from HP TS: new seats. A brand new solution is likely to be designated when anything changes or they simply feel just like it.in the several telephone calls I Have created the Technology never recognizes that there have been pre existing seats. Until I provide the previous scenario figures they merely have no idea who did what, wherever, when and exactly why. They'll frequently let you know that they're upgrading the event records however the next technology possibly does not read them or they do not occur.
After days of battling to recuperate my program another Technology stated the "reset" was completed improperly which I'd not adopted the instructions precisely. The initial technology was really particular and had explained for connecting all my Hardware products (keyboard, mouse, headphones, cam) before he did the reset (because it was a Hardware disappointment). This new technology stated "No just the keyboard and mouse. Do another Manufacturer Reset." I eventually offered in since no body was prepared to assist me recover something. The machine was brain dead again.
Following this reset, I just repaired section of my papers versions (used to do not recover my audio files). I'd to reinstall all of the improvements from HP and Microsoft. This didn't get well. I really could not get horsepower Update to function. There have been lots of mistakes and issues and so I decided I'd nothing to get rid of I redid the Reset Again.
The Past Gasp
This time around used to do not recover something. I used 24hrs adding horsepower and Microsoft Improvements. Used to do them 1by1. I examined the registry every time for mistakes, I did so a guide restore factors permanently baselines and copies for that registry. The machine was CLEAR. No recorded problems everywhere. Improvements completed, virus checker operating and program scanned.
Actually: the Hardware issue still endured but re-inserting isn't so poor a workaround so that as before no assessments record any mistakes using the Hardware individuals or products. Which is just on boot-up or restart, there's never been any disappointment when using the program.
I saved a brand new installing of the Main One and Only Software I take advantage of this technique for. I installed the program. Again there have been no mistakes. I went the applying and my program FROZE. Our display made dark with red-dots and nothing worked. I restarted the equipment and check motorists and application: all looked okay. I went this program again and my program froze and today I'd orange outlines about the display. After I restarted there is A LARGE RED concept the RAID had failed on a single push and also to contact TS. I acquired the machine towards the pc where the RAID container suggested a driver failure. I called HP TS for support.
Using The directions from HP TS I restarted the equipment which period there have been TWO reddish communications the RAID had failed on both devices. I acquired towards the pc and also the horsepower TS Broker could connect with my program. I viewed as he looked over the push communications and he actually attempted to simply "reset the concept" which eliminated the message from windows but didn't restore the RAID. Then he went a movie check which froze at 11% and kicked him in the Computer and froze the machine again. He offered me a brand new situation quantity (shutting the aged one) and questioned me to operate 2 lengthy assessments about the devices and also to call-back once they were completed.
Today the plot thickens:
I went the assessments and called back. I acquired a brand new TS Broker, I offered him the situation quantity, the outcomes of the assessments. Finally he explained he'd link me with somebody who might repair the problem. The next series occurred:
- I'm upgrading the event notices
- I'm moving one to another division
- band band
- "Hello my name is..."
- PRESS REMOVE (Period: @1:15pm)
By 1:30pm I'd gotten attached to ANOTHER TS Broker who began again at Point 1 of The Software. I described I'd simply reviewed anything with another Technology and that I had been used in another division after I was disconnected. Might he please complete the move? And two guesses: Point hands down the Software stated WORK ASSESSMENTS and that was that. He couldn't or wouldn't move me and stated he was "studying the event notes". I had been Positioned On Store and that I was informed he was updating the event records - I questioned him that which was he upgrading? He'dnot done something! All I needed was to become moved! Back on-hold; 30-min later Real Life Occurred and that I hungup. (Period 2:00pm)
After I could examine my mail on the diverse computer I noticed the next information:
1:49 PM We're shutting solution once we haven't had the opportunity to achieve you. Kevin
NICELY! I had been surprised! I'm on-hold in the same period they're shutting my solution
Today it gets stranger and stranger:
24 hours later I obtain a phone in the horsepower TS Broker ("Shyman") which was the main one who dialed in to the Computer and noticed the RAID mistakes and Graphics Card mistake. I had been amazed to listen to from him and informed him by what occurred your day before. He examined and stated the solution was still available and low one had included SOMETHING to it - no records that I Would named in, no records that I had been moved - nada.
He explained I have to CALL-BACK to horsepower TS which period I'd be used in somebody who might repair the machine. He explained because he'd named me, he couldn't move me to "whoever" which this move can only just be achieved easily call-back. I asked him about that and he assured me many times when I call-back SOMEBODY might aid repair my program.
It's currently more than 2 months that my Computer continues to be useless (April). Therefore, this is actually the ethical of the tale.
1. Horsepower In Home Guarantee is for Equipment Issues. Until a particular equipment issue is located and a suitable error signal decided - no body is visiting repair the body.
2. When you have an irregular problem or perhaps a disappointment that CAn't be based on their onboard assessments - no body is visiting repair the body.
3. You'll be requested to operate countless hours of assessments, again and again. Every time through the cycle you'll need to operate the exact same assessments.
4. Whatever type of issue you are confirming, you'll be informed to "Reset to Factory Defaults". Nothing will occur before you do that.
5. There's no method to get free from the "Cycle". The Software is Set. You will find no leaves with no Level-2's or Degree 3is. There might be "I am discussing this with my supervisor..." but you'll not get free from the cycle.
6. You'll never connect with the exact same horsepower TS Broker again. Until they contact you, you can't achieve them. They'll contact 1 period and shut the situation.
7. Ultimately: Anything is just a "application" issue. Products, Motorists, Windows, System Problems are application and therefore are not contained in the guarantee. Actually program products like USB Locations are "application" and never protected.
Within The mean-time I Have requested another Computer from the rival. I did so spot a courtesy phone to horsepower Revenue to inform them about my knowledge. I spoke to some excellent salesman and we mentioned the problem. I informed her that I understand there's nothing she might do about my issue but this Techsupport Program is eliminating their company. I offered her all of the data she had a need to take it up together with her income director. She wasn't conscious of how terrible their process is. This isn't the problem of the Techsupport Brokers - they're destined with a software and methods. I informed her that I had been falling another $2K to get a substitute machine-but I had been not likely to purchase from HP. Therefore affects horsepower overall. And also the toughest element is the fact that horsepower never had this sort of status previously. Their devices where usually of the greatest quality as well as for the entire year my Computer went I'd ZERO problems about this. It had been wonderful. However now it's lifeless with no one is visiting my home to repair it.
I am likely to call-back to horsepower TS today and find out what goes on about my damaged program...
Update 4/9
Same circus different clowns: Well, I did call back and the only thing different where the names on the TS Brokers. This time around I talked with "Kirit". He was THEREFORE passionate when he responded the telephone: "Please be sure after I hang-up the phone your Computer is likely to be operating much better than ever!" Bad "Kirit", a noob and captured in the centre. I believe he truly attempted of course if he might have, he'd have delivered the restoration group out.
Obviously I requested "Kirit" to move me (endless wish) and he explained he couldn't - Point 1 is Work Assessments and he'd to achieve that. I did so ask if it had been actually recorded that I had been to be delivered to Equipment/Fix/Nirvana. Bad "Kirit" recognized that "Indeed, "Shyman", the main one who went the assessments once the design card and RAID failed and had named me to consult me to call-back in which somebody might repair the problem, had actually recorded that I had been to become submitted to equipment." Sadly, for "Kirit", Point 1 continues to be Run Assessments and he was caught.
Somehow by an Work of Vishnu, "Kirit" got his supervisor: "Subbu" and "Mike from Equipment" [to not be confused with Mike from Tech-Support] to atleast exchange communications in my experience. There is never a of my talking to them straight and bad "Kirit" needed to perform messenger-child. Obviously, nothing changed. Line 1 is Work Checks. Line 2 is Reset Application. This time around they desired to re install the RAID application (hence hiding the problem problem). For over one hour "Kirit" dutifully relayed communications backwards and forwards.
"Mike-From-Equipment" relayed there is nothing wrong using the Computer since all of the tests went okay. Well, because the Computer is useless they CAn't work any assessments so when the Computer was operating obviously all assessments might operate okay. It is kind of reasonable but as somebody stated, this isn't about reasoning.
Used to do explain that after the initial issue occurs you CAn't work any assessments since the keyboard and mouse aren't acknowledged and thus by removal you CAn't kind or click something. When these are reset you then may press and kind and all-is correct using the globe.
Used to do explain they had run the design card ensure that you it froze at 11%. You can't operate any assessments once the program is freezing so when you reset you might or might not get a mistake. But that doesn't imply that the freezing program is "not declining" and kind of by description a freezing program has failed.
Used to do explain there's nothing that I being an consumer may do to result in a RAID to crash. Irun Vistax64, IE8 and my software. This isn't the reason for the RAID failure. And undoubtedly should you reset the RAID you are able to really properly hide the problem situation but that doesn't imply that the machine is "not declining" of course if your RAID fails you're not likely to be operating significantly since well - the RAID has "failed".
Used to do explain that their very own technicians have confirmed all the above and operate the assessments they might prior to the program froze up.
I did so let them know that I'd operate almost all their assessments and re install the program when they might send a brand new program panel, handful of devices along with a new graphics card. I told them that re installing application on declining equipment isn't likely to repair something. I really could "notice" sputtering from "Mike-from-Equipment" along with a little bit of choking from "Subbu" in the very concept
Ultimately, bad "Kirit" stated his supervisor "Subbu" might contact me in fifteen minutes. I believe period in India is on the grander level than amount of time in the united states since, similar to the last moment I had been informed a might contact, all I acquired was Useless Atmosphere.
Obviously, I can't REALIZE WHY horsepower might wish to operate their company in this way? It does not seem sensible. Somebody stated IT WILL seem sensible. Listed here is how: they spend the Tech-Support men a fixed income - therefore it does not matter how long they speak or how often you've to call-in - that price is set. When you have a particular equipment issue they are able to deliver some man to jam a card within the program plus they are completed. But when you've a stream failure or an irregular issue or something which isn't "ezpz" then itis within their curiosity NOT TO restore it, mainly since it's prone to occur again. It is definitely better to stonewall before you quit and purchase another Computer. They reach shut the solution plus they no further need to help an unpredictable program. So when much as my $2k - that is clearly a laugh for them - it generally does not matter one bit for their main point here. Even when 100 or 1000 individuals do not purchase a Computer from horsepower you will find an incredible number of other individuals who do-or may - and so Iam simply collateral harm to them. The earlier I quit, the earlier they are able to write off the problems, near seats, increase their regular numbers and display they've solved anything since I no further contact them. Therefore, it will seem sensible in a peculiar way.
But bordering about the ridiculous: every time I used to be positioned on store I acquired to hear the horsepower advertisement about how exactly their In House Warranty Support might repair any issues you'd. It had been SOOO weird.
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